Server Simplicity - Service Level Agreement

Facility Access / Monitoring

• Access to our hosting facilities is via recognised personnel only.
  
• All hosting locations are monitored 24/7 by camera, giving snapshot recognition of any possible tampering. (we have yet to experience this)

Server Monitoring

• All servers are monitored by our central systems checking essential services (specified by the customer) every 5 minutes (24x7) these alert our staff of any problems.

Server Failure

• WFCS are responsible for ensuring that essential services continue to run on your system, and support / maintenance will cover any work required to provide this. Essential services do not cover applications that the customer has installed, unless agreed in writing with WFCS.
  
• We do not accept responsibility for the content of your server and if rebuilding your server is the only option to restore the essential services the client will be responsible for having a backup of data and re-constructing content. (unless system is covered by our Backup Service, see additional circumstances below)
  
• If your server has been compromised due to a security breach WFCS reserve the right to charge for the rebuild of your server unless you are covered by our Managed Security (see additional circumstances below for more details)
  
• WFCS reserve the right to disconnect any server from the main network to protect it against further infection or from infecting other machines on the network.

Server Connectivity

• WFCS do not provide an uptime guarantee as these are often misleading, and rarely mean much. 99% uptime still means 1 hour in every 100. Even 99.7% would give you an hour down timeevery 14 days!
  
• We believe that the ‘proof is in the pudding’ and encourage customers to look at external monitoring systems such as www.webperf.net or Internet Magazine to rate our uptime / performance levels.

Response Times

• Maximum initial response time to automated or manual support notifications of failure of essential services is 60 minutes.
  
• In the case of hardware failure replacement will begin within 4 hours.

No Cost Rise

• WFCS guarantee that the cost for your service will not increase in subsequent months or years even if our price for new services / customers does. (dependant on no change in service provided)

Bandwidth Usage

• WFCS do not contend bandwidth used by our servers, so the availability of your system will not be restricted by the level of traffic on our network.
  
• WFCS do not restrict the level of bandwidth that can be used by your server, a level will be included in your package and any additional transfer used will be charged at £5 per Gb.

Managed Backups

• Customers taking advantage of our Managed Backup Service pass responsibility for the recreation of their server in the case of a full failure to WFCS. In the case of failure on a Managed Backup system WFCS will restore to the most recent known good state of your system (within the previous 7 days). If we are uncertain of the state of a more recent backup (due to possible bugs that caused the failure of your server) we will restore to the most recent that we know is stable. This will be done within 4 hours of your server being re-built.
  
• WFCS cannot be held liable for any critical data that may be lost in the event of a system failure and would strongly advise customers hosting this type of information to keep their own backups as well as employing the Managed Backup Service for quick redeployment.

Managed Security

• WFCS will install and maintain the security of your server by installing the latest security patches and performing regular system / security checks on your machine. In the case of a failure due to a breech of security, WFCS will be responsible for the rebuild of the system and no additional charge will be made.